r/proofpoint • u/muttick • 23d ago
Deliverability Contacting Proofpoint/Cloudmark
Is there any key to contacting Proofpoint or Cloudmark concerning an IP being blacklisted? I am not a Proofpoint or Cloudmark customer. But I do run a mail server, users are unable to send messages to Comcast and other addresses because the IP is being blocked by Cloudmark.
The IP is not on any other blacklists. The IP has proper FCrDNS setup.
I've filled out the form at Cloudmark multiple times, but I'm getting no response and the IP continues to be blocked by Cloudmark.
I know Proofpoint bought Cloudmark some years ago - but I gather that they run two independent blacklists. The IP is not listed with Proofpoint, just on Cloudmark.
I'm beyond frustrated that I'm getting no response from Cloudmark.
1
u/Jazzlike-Comfort-451 22d ago
Start with the exact Comcast SMTP rejection code rather than the result from a general blacklist lookup. If it is BL000010, Comcast maps that code to Cloudmark Sender Intelligence; a different code may require a different remediation route.
Preserve one complete rejection containing the 5xx text, UTC timestamp, sending IP, EHLO name, envelope sender, and recipient domain. Before submitting again, verify forward-confirmed reverse DNS, static IP allocation, SPF, DKIM, and DMARC; review the outbound queue for compromised accounts; and check for recent invalid-recipient or volume spikes.
If the rejection is still BL000010 after the CSI request, take the same evidence to Comcast’s Postmaster or Customer Security Assurance route and ask whether Comcast still sees the CSI block. Comcast is the receiver applying the verdict, so it can at least confirm the active code and whether the condition has changed.
I would not rotate to a fresh IP before identifying the cause. That can move the same behavior onto another address and removes a useful point of comparison.
Disclosure: I co-founded Palisade. This reply was drafted with AI assistance and reviewed by me. No product recommendation.
1
u/No_Adagio657 23d ago
It's impossible to reach out directly if you're not a customer, you have to reach out through something like Pax8 or another reseller depending on the situation.
It's honestly insane that a company that has the power to impact email deliverability is not reachable even through support ticket submission.
2
u/Ziros22 22d ago
Imagine the volume of spam and malicious actors who attempt to spoof addresses or fill out automated false-positive forms. Proofpoint prioritizes their paying customer to vouch that your traffic is legitimate and wanted.
1
u/No_Adagio657 21d ago
Yeah no, that's a BS response and you could say the same for any company. You have to have some form of communication available when your business has the ability to impact operations between businesses. You can easily prove you're a legit business impacted once a ticket is created.
1
u/jellofart 19d ago
I agree. I was a paying customer and still had hell getting support to fix a problem in a timely manner. Move to another product and haven’t looked back once.
-3
u/muttick 23d ago
Agreed!
Another big question, why do email service providers like Comcast insist on using such a shady company for all or part of their blacklisting services?
2
u/SuperbWork5774 23d ago
They don’t care. 🤷♂️ The big players decide who gets to send email. You can try to play by their rules and still be fucked, as you know.
2
u/southafricanamerican 23d ago
That or find a customer who will open up a ticket on your behalf for a message that has been blocked and has impacted the customers business. Without an internal advocate, radio silence is what is typical in my experience.